HR Customer Advisor

We have an outstanding Contract position for an HR Customer Advisor to join a leading Company located in the Charlotte, NC surrounding area.

**US Citizenship is required.**

Responsibilities: 

• Case Management: 
  • Respond to and resolve HR-related cases through ServiceNow, providing written responses to employee inquiries and issues
  • Ensure prompt and accurate resolution of cases, with a focus on answering the initial inquiry and providing the potential next steps that may follow their inquiry; employee satisfaction with the experience we provide is our primary goal
• Live Employee Chat & Phone Inquiries: 
  • Engage with employees through live chat or phone, providing timely and effective support and resolving issues in a professional and courteous manner
• Process Improvement: 
  • Identify opportunities for process improvement and contribute to the development of solutions that enhance the employee experience, reduce cycle times, and improve efficiency
  • Collaborate with cross-functional teams to implement changes and measure their impact
• Quality and Standards: 
  • Adhere to established quality standards and guidelines for customer engagement, ensuring that all interactions with employees meet or exceed expectations
  • This is a production environment, and as such, you will be held accountable to daily KPI (Key Performance Indicators) metrics, including: First-response and resolution rates; Case resolution quality and accuracy; Adherence to ServiceNow quality standards and guidelines; Customer satisfaction ratings; and utilizing ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement
• Collaboration and Escalation: 
  • Work collaboratively with higher-level service center personnel to resolve complex customer issues
  • Escalate or transfer cases to other provider groups as needed, ensuring seamless transitions and resolution 
• Knowledge Management and Compliance: 
  • Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements 
  • Reviewing and updating knowledge base articles to reflect changes in policies and procedures 
  • Ensuring that self-serve information for employees is accurate and easily accessible 
  • Collaborating with HR teams to identify and address knowledge gaps and training needs

Basic Hiring Criteria:

• High school diploma or equivalent; Bachelor's degree in a related field strongly preferred
• Minimum 2 years of experience in an HR Shared Service or a related field, prior experience in a production-type environment 
• Proficiency in ServiceNow and ability to navigate the platform effectively 
• Experience with ServiceNow case management and ticketing 
• Ability to utilize ServiceNow to document and track employee interactions 
• Excellent written communication skills, strong analytical and problem-solving skills
• Excellent written communication skills, strong analytical and problem-solving skills 
• Ability to interact effectively with management, employees, and other customers 
• Strong follow-through and closure orientation 
• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines 
• Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR I Information Systems
• Ability to identify trends and opportunities for improvement 
• Familiarity with metrics and reporting tools